ComplaintsforValue City Furniture, Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello Better Business Bureau, I went to American Signature Furniture back in 2108 to the Kennesaw location to buy dinning chairs, table and a fire place. I was told by the sales associate then that I should get the protection plan and if not used, I will be reimburse automatically. In 2022, I called American Signature Corporate and I was told then, I can't get my money back just then and I called too early, no one told me then I need to call at a certain date. I called back in January in 2024 and I was told by Corporate that they send the gift card in batches, they review records of people that did not use the protection plan and go ahead to send gift card to their emails and I will automatically receive a gift card in April of 2024 and I called too early. Fast forward, today I called corporate again and I was transferred to their Smyrna location, and they lied again. I requested to escalate and it was escalated to Melinda the I was told she a supervisor but she introduced herself as the Assistant Store Manager ( I was not aware this order was tied to this store location, as I did not go to them in the first place). Fast forward, Melinda is saying I was meant to call March 2023 to request for my money back and it is not an automatic process as earlier advised, she claimed to have called Corporate and spoke to the Resolution Department and I was denied the gift card. Please bear in mind I have been calling this business and I purposely did not use the protection plan because I wanted by money back. I also threw out the furniture, because they did not last and were essentially not a good buy. This business took the road to deception and now they are denying what is rightfully mine and saying they will only give me half of the amount owed as I did not call March of 2023. This is very unfair, they have refuse to do the right thing and causing me my time even though it cause them nothing to be honorable. Thank you!

  Business response

  07/24/2024

  Dear ********* *********
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  As a one-time courtesy we would like to offer you the full credit amount of the Pure Promise rebate of $189.99.
  
  Rebates are in a instore credit form only. You would need to use your Pure Promise Rebate by 8/24/24 to avoid the rebate from expiring. Your account has been updated to reflect this one-time courtesy.
  
  Thank you
  Dominique
  

  Customer response

  07/24/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* *********

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a claim on the warranty app on 7/7 the moment i figured out that my charging port on my nightstand wasnt charging. I had trouble with the app. it kept just circling around and setting me back. I was getting so frustrated. (this happened to me 3/2023 same issue with the other nightstand) This is so frustrating because noone at the store can help you and keep referring you to the app. I called on friday the 12th because i havent heard back from anyone. I spoke to a man on the phone that said i filed it after 60 days i explained that that is an error because i filed it at the same time as i found out. I said that i was having trouble with the app and maybe the date was messed up during that. He said nothing he can do and that i cant speak to a supervisor. I hung up very upset. I called Value City and explained that i paid the 5 year warranty plan and that i am not getting any help from them. They said i can call back and absolutely speak to a supervisor so i called warranty place back on 15th and spoke to a supervisor who said same thing filed out of date and nothing cant be done. I said i already paid for my warranty in full and there is no damage on my part it just stopped working just like the same other one i have. I said the date musta got changed as i was having trouble with the app he said again i cant be helped. I just dont understating how i can pay thousands of dollars to them and be told im out of filing date when i paid for the extra 5 years. The night stand sits and is in perfect condition and this happened to the other night stand so i feel like they are faulty. I sent an email to dispute my claim on the 12th and never got an answer from them either. I am a human I make mistakes typing. The app made mistakes while i was filing and i dont feel like i should of paid for a 5 year warranty if i cant get any resolution with the product that i paid in full for and got an extra warranty.

  Business response

  07/17/2024

  Dear *********************,
  Thank you for bringing this to our attention, while we understand your frustrations, the extended warranty through Uniters of *************, Pure Promise is a third-party company with its own sets of terms and conditions and policies. This includes how the policy claims are approved and denied. Below is their contact information. You will need to follow up with the on the dispute.
  FILE A CLAIM: Within 30 days of the discovery of damage
  App: Download Uniters App from the Android App Store
  Phone: **************
  Websites:
  www.unitersna.com
  ********************
  Your order number is 69-690455.
  "You may cancel this Plan at any time for any reason by mailing a written request or cancellation and the original copy of this Plan to the Provider. If you cancel this plan within the first 30 days after receipt of this Plan and have not made a claim, you will receive a full refund. If you cancel after the first 30 days from receipt of this Plan or at any time after we have paid a claim, you will receive a pro-rated refund based on the time remaining on your Plan, less an administrative fee, not to exceed 10% of the price of the Plan or twenty-five dollars ($25.00), whichever is less, and less any claims paid, where allowed by law."
  You can request a refund for the extended warranty by sending a letter to the address below:
  Uniters Pure Promise at P.O. ************************************
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.

  Sincerely,

  Joy 

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

  ****************

  Customer response

  07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I will forward to correct business.
  
  Regards,
  
  *********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I were searching for a new couch and found the perfect piece at American Signature Furniture in ********. Since we are from **, this was our last stop. The price was decent, at 2800. This included taxes, delivery, and a 5-year warranty. We put down $1800 and credited the rest for one year. (the payments of $70 per month have already begun; we got the first bill one month ago.) We purchased it on May 5th, and the delivery date was August 6th. I was upset that the date was so far out, but we were told that this was one of their most desirable products and there were many people ahead of us. I got a call from the company a few weeks later, and then they stated that the delivery date would be July 16th, next Tuesday. I logged in to my account yesterday, one week out as I was making arrangements to rid my other sofas, and it said the new "pick up date" is after Sept 24th. My husband and I called the store, and the employee was very kind. They stated that the salesperson should have said that the date is constantly changing due to availability and that they would let us know as soon as anything changes. I messaged headquarters today and asked for the name and number of the manufacturer, and they said that "per Policy," they are not able to release that information. We chose this sofa set because my back L5 is damaged, and what we have now is breaking. We spent three months looking for this furniture. They didn't offer any compensation. Only a 100% refund if we want to look for something else.

  Business response

  07/10/2024

  Dear ****************,
  
  We apologize for the inconvenience this is causing you and want to ensure that we do everything possible to get merchandise for our customers. Due to us having to wait on the dates of availability from the manufacturers, we want to advise that all dates are tentative, and are not guaranteed.Delays can also be caused by high demand for a product and/or a customer pushing their original date out further.  We do not compensate for delays but if you would like to keep your merchandise, we can discuss compensation once delivery is successful. Once your items are delivered, you would just call the store or our customer care team at ************** and they would discuss options with you for compensation. We do also want to advise that we also receive early arrivals daily as well, but it is not guaranteed. If the manufacturer can get the merchandise to us sooner, they notify us and the store then notifies you.
  
  Sincerely,
  
  Princess
  Resolution Supervisor
  Customer Care
  ************
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we were provided with a 5% rebate form.we submitted for the rebate and cannot seem to get the financing company to provide the credit.financed the furniture thru syncrony bank submitted the request as stated via synchrony.sendmyrewards.com received confirmation that rebate was submitted, conf code #c4091694 syncrony stating they are not responsible to provide the credit.should be ****** credit (5%)

  Business response

  07/11/2024

  Dear **********,
  
  Thank you for contacting us and sharing your feedback and concerns. We did investigate this matter to assist you to the best of our ability, after further review we did verify this was not a valid promotion at the store location you did your purchase at. Typically, with promotions in reference we are not responsible for providing the rebate back if it was offered through financing it would strictly go through Synchrony however, we are not showing it is valid we do apologize.
  
  
  If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  
  
  Sincerely,
  
  
  
  *******************
  Resolution Supervisor
  Customer Care
  ************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two delivery guys from value city came to delivery 7/5/24 to set up my bed and dresser during the process my tv was broke I don't know how, I step out the house for a couple minutes came back and one delivery guy was in the truck while the other was in my house and he told me that the tv broke it fell. I reached out to value city numerous times stated they would let the supervisor known and would get in touch with me soon it has been 3 days and I've heard nothing.

  Business response

  07/09/2024

  Dear *******,
  
  We sincerely apologize for the inconvenience you have experienced with our company. We are committed to addressing your complaint with the utmost attention and care.
  
  A property damage claim has been filed for your TV. Please note that our property claims team operates only on weekdays. As a result, the claim filed on July 5, 2024, was reviewed on the following Monday, July 8, 2024.
  
  You will be contacted by the delivery company regarding your claim within 7 to 10 business days.
  
  We apologize for any inconvenience this may have caused. Should you have any further questions or concerns, please feel free to contact our corporate ************* at ************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  *************
  ************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Value City Furniture has failed to delivery my purchased product in multiple occasions. They also tried to pass of returned damaged product as new on the last delivery. The managers are I trust worthy and have been billing me without delivering on the products. 2 months and they continue to try to harass me with phone calls from their warehouse and store. The manager threatened me with the police when I said I was planning on visiting his store to complain in person. He is rarely available when I call, but expects I will should be available at their leisure. Terrible service and threatening behavior.

  Business response

  07/10/2024

  Dear **************,
  Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience.
  We see your chairs were delivered on 7/5/24 and there were some cosmetic issues, from the images the delivery team had taken,we see the chairs were all wrapped in plastic and the team used the delivery covers as well. All the chairs are pre-assembled in the warehouse and then delivered we do not assemble them in the home. All our pieces are new.
  Once you place your order you are charged automatically. Synchrony will be the ones who decide when you are billed,please call Synchrony to discuss your bill.
  We can set delivery for you, we can deliver 7 of the 8 chairs on 7/23/24, and there is a delay with 1, this can be delivered on 9/18/24. Please note the delivery dates are subject to change, depending on the vendor, this would be the calls you are receiving, if there are delays, we will call and let you know. Please let us know if you would like to change the delivery dates, we can see what is available.
  Or we can cancel the invoice for a full refund.  
  When there is threatening behavior toward our staff, the police may become involved.
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today's Date: 7/5/2024 I ordered a recliner from this business and noticed that the recliner was defective. I called the customer service line and spoke with the manager of the store, ******* to report this issue and was offered an option to have it repaired. I declined that offer and instead requested a refund because I had only had the chair for four months and the bought the chair brand new. The store did not have any more chairs of this type in stock and I informed customer service that I did not want the same type of chair because there was a possibility of that also being defective. The company declined my request for a refund. I then requested the possibility of another chair for the company and that request was also declined. Item Number: 5900RCL13-DW

  Business response

  07/09/2024

  Dear *****,
  
  We sincerely apologize for the inconvenience you have experienced with our company. We are committed to addressing your concerns with the utmost care and attention.
  
  You received your rocker recliner on February 13, 2024. According to our policy, returns are only accepted within 7 days of receipt of the merchandise. This policy is detailed on our website under "Refunds and Exchanges" and is also printed on the back of your receipt.
  
  Regrettably, as your request to return the rocker recliner was made outside of the 7-day return window, we are unable to process the return at this time.
  
  If your rocker recliner has any manufacturing defects, it is covered under our 1-year manufacturing defect warranty. Please contact your purchasing location to schedule an appointment with a certified service technician.
  
  In the event of issues arising from customer-caused accidents, you are covered under our 5-year extended accidental protection plan. To initiate an accident claim, please call Uniters North America at ************.
  
  We apologize for any inconvenience this situation may have caused. Should you have any further questions or concerns, please do not hesitate to contact our corporate ************* at ************.
  
  Thank you for your understanding.
  
  Sincerely,
  
  
  
  **************
  Resolution Supervisor
  *************
  ************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Google Translate Spanish to English:
  

  I bought sectional furniture at American signature furniture ******* on 06/12/2023 and I received them on 04/01/2024 and in March one of the chairs did not open, I called several times but they seemed to ignore me so I went to the ******* store where they were I bought and commented on what was happening. They had to send a person, because a few days later they came to check and the response was the engine is not working. Days went by, I had not received any information, so I returned to *******'s store again, a customer service lady told me. What was wrong was the engine. You had to ask the manufacturer for it and it took 4 to 6 weeks. Time passed and I didn't return to the store. I spoke to the manager and the answer was that this was requested from the manufacturer. I really believe that It is fair to make an investment of $5164.92 for an item and after 2 months it does not work. I feel cheated because if I bought this item it was because I needed it but now they are uncomfortable furniture because they do not work as they really sell them. These stores should be more honest and in the information of the articles they should place this information...REMEMBER THESE ITEMS ARE DISPOSABLE, THEY ARE NOT QUALITY PRODUCTS. It would be the pleasure. I would not recommend this store, they have not solved the problem, we are already 5 months away from having furniture so we cannot use it. I remind you that I did not buy at the factory, I bought them at the store, and how is it possible that the quality is so bad that the They are made to serve for the time it is delivered to the customer so that the battle belongs to the consumers. They should put more rules where customers are protected. I need them to change the damaged part or give me my money back. Now I do not accept repairs for a product only with 1 month use.

  
  Compre en American signature furniture ********************** seccionales en 12/06/2023 y los recibi 01/04/2024 y en Marzo una de las ****** no ****** llame en varias ocasiones pero como que no hacian caso pues fui hasta la tienda ********** donde se compro comente lo que estaba pasando que quedaron de enviar una persona , pues alos **** vinieron a revisar y la respuesta fue el motor no funciona.Pasaron los **** no habia recibido ninguna informacion pues nuevamente vuelvo a la tienda ********** una Sra de customer service lo que tenia mal era el motor habia que pedirlo a la manufactura y ***************** de 4 a 6 semanas ,pase el tiempo y nada ******* a la tienda se hablo con la manager la respuesta es que eso se pedia a la manufactura.Realmente se cree que *************** hacer una inversion de $5164.92 de un articulo y a los 2 meses no funciona .Me siento estafada por que si compre este articulo era por que lo necesitaba pero ahora son muebles incomodos por que no funcionan como realmente los venden .Estas tiendas deberian ser mas honestos y en la informacion de los articulos deberian colocar esta informacion...RECUERDE ESTOS ARTICULOS SON DESECHABLES NO SON PRODUCTOS DE CALIDAD. seria lo gusto. Yo no recomendaria esta tienda no me han resuelto el problema estamos ya con 5 meses para tener muebles para no poder usar.Les recuerdo yo no compre en la factoria se los compre en la tienda ademas como es posible que la calidad sea tan pesima que los hacen para que sirvan durante el tiempo que sea entregado al cliente para que ********** sea de los comsumidores .Deberian de poner mas reglas donde **** protrjidos los clientes.Necesito que me cambien la parte daada o me devuelvan el dinero ahora no acepto reparaciones por un producto solamente con uso de 1 mes
  
  

   

   

   

  Business response

  07/09/2024

  Dear ******************,
  
  Thank you for contacting us and sharing your feedback and concerns, we loved to address your complaint accordingly. We first would like to apologize this has not been resolved, we understand your frustration.Based on the information provided we see this is regarding your ********** Recliner,we see parts have been ordered and we are still waiting to receive them in. As we do understand the urgency for this to be resolved we do have to wait on the arrival of the parts as that is the expectations set for the manufacturers warranty. We can partner with the store location where the parts were ordered to check the status of this however the warranty is for repair only and we are unable to replace unless the issue reported is not repairable. We again apologize for your experience and the delay; however, it is our duty to try to resolve as quickly as possible. We will be more than happy to see if we can get an ETA on when they should be arriving.
  
  If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  
  Sincerely,
  
  
  
  *******************
  Resolution Supervisor
  Customer Care
  ************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My transaction was done on December 21, 2023, with the purchase of 3 items including item number#: UC-5571C53-SO which is a special-order Ottoman, as detailed on the receipt the item was supposed to be ready for pick up on 1/16/2024. My total purchase on the day was for $4,838.35, the item in question cost $599.99, to date I have not received this item, I have made contact with the store at least 2 times every month since the date I was provided of 1/16/2024, each time I reach out I am told there is a delay and that it will be ready at a later date, I am extremely frustrated with this, I have spoken to several managers and was told they cannot do anything as it is a special order, as of H333438353930343***36H the last date I was given is 7/16/2024 this is 6 months after the date I was given on the date of my purchase, the business has not attempted to provide me with any resolution other than telling me that they do not know why the order is not ready. My purchase was made at Store #*** located at 1972 mt. *********************************. The resolution I am seeking is I want the product I paid for 6 months ago.

  Business response

  07/05/2024

  Dear ************,
  Thank you for taking the time to provide us with your feedback. We are sorry to hear that we did not meet the level of service we aim to provide. Our company takes pride in delivering the absolute best service to every customer.
  We are contacting the vendor for you, please allow us some time to look into this for you. I will contact you through our BBB email:
  **********************************************************************************************
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
  Sincerely,
  Joy                                                                                                                    
  Resolution Supervisor                                                                                   
  American Signature Inc.                                                                                              
  ****************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my sectional and warranty in 2022. We had an issue with the couch we purchased and contacted the warranty company to come out and fix the structure issue. The sectional base had caved in. The plywood base was fixed not replaced by redrilling holes into the base. Because the base collapsing it caused our cushion to have a permanent dip in the middle. The warranty company sent their repair man to my home on 3/1/24 to fix the problem. he would put in a request to value city to issue me a new cushion since it was damaged by the cheap piece of furniture they sold me in 2022. Since 3/1/24 I have NOT heard back from value city. I called to verify where my cushion was and was told my employees that there was never an order put in. At this point I am so fed up with value city. I feel taken advantage of my value city and the sales people. I fell lied to by what the company represents and how they train their sales people to manipulate you into purchasing a warranty that they clearly do not stand behind. The couch base is not sturdy at all. It is not safe to sit on because I am constantly scared the faulty plywood base will crack again. My safety concerns were not acknowledged nor were they addressed with value city or the warranty company. At this point I am so tired of calling and trying to get a resolution that I have turned to the BBB to help me get a refund or complete replacement of the faulty sectional I purchased.

  Business response

  07/02/2024

  Dear ********************,
  
  Thank you for contacting us and sharing your feedback and concerns. We do apologize this has not been resolved and expectations have not been met. Typically, when parts are ordered it can take 4-12 weeks to arrive sometime longer due to where they are being ordered from. Based on the information provided, because this was initially a warranty claim you would need to contact them directly for an update or to request a full replacement as we can not overturn any decisions made by the warranty company. Please contact them at ************** and request to speak with a supervisor for further assistance.
  
  If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  *******************
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21924047
  
  I am rejecting this response because: I have contacted yhe warranty company on several occasions and was told to contact value city regarding the cushion and overall state of the couch since this was a structural and cushion defect. I have also been directed to contact the warranty company on values city behalf because value city is not takin action. So both parties are not cooperating and giving me answers. So I resorted to contact the BBB or I will also be obtaining an attorney if this is not resolved. The 4-12 weeks process was never mentioned to be. Regardless, it is coming up on 12 weeks and I have not received any contact what so ever from both parties which is absolutely unacceptable and unprofessional. 
  
  Regards,
  
  *******************************

  Business response

  07/11/2024

  Dear ********************,
  
  Thank you for contacting us and sharing your feedback and concerns. After further investigation we did investigate this matter further to assist you to the best of our ability. The warranty company has confirmed the claimed was closed out due to the initial issue that was covered being repaired during service. They did mention you requested new cushions to be ordered due to loss of resiliency however, this is not something covered under warranty,so they did not proceed with this request. We do apologize if there has been any confusion, if the base of the sectional is still having issues you would need to refile a claim as the initial report is showing resolved.
  
  If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.
  
  Sincerely,
  
  *******************
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  07/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21924047
  
  I am rejecting this response because I was told when I purchased the warranty initially by your sales rep in the ********** IL location, that cushions WERE covered and that is why we upgraded to a memory foam cushion which was also an additinal out of pocket expense. I am extremely disappointed in your customer service and the way your company trains your employees to be completely dishonest to customers. This is NOT ok and I will seek further action.
  
  Regards,
  
  *******************************

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